Frequently Asked Questions

Frequently Asked Questions:

Why can't I see prices?

You must be logged into your account in order to see prices.

Can I return this?

Please see Clinic Returns Policy:

https://transconaveterinaryhospital.clientvantage.ca/clinic-returns-policy-5d392 

Damaged Goods

We can only exchange goods if they are defective or damaged. 

In circumstances where you recieve a product that is defective or damaged, please take pictures of the damaged product and contact us at 204-222-5251 as well as email us at tvhonlinestore@shaw.ca within 48 hours of receiving the order with details of the defect/damage on the product.

How long will it take to get my order?

Typically, it takes between 2-3 business days to receive your order.  
To see when your order will arrive, check your purolator tracking number for more accurate details on delivery.  
There are no deliveries on weekends or holidays.

Can my order be shipped to my home or work?

Upon check out, you may choose to have your order delivered to your home or you may use a business address instead of your home address to ensure someone is there to receive the order.  
Delivery fees vary based on your location, weight and size of your order, which will be estimated at check out. 
Please note that you must be home to receive the delivery.
We are not responsible if the order is stolen or damaged once delivered.

What if the delivery to my home is stolen?

Transcona Veterinary Hospital, nor Purolator, are not responsible for any packages that are stolen, go missing, or are damaged from your doorstep after delivery.

This is not what I ordered.

We are sorry that you received something different than what you were expecting. Because actual humans pick and pack these orders, there are bound to be mistakes on occasion. Please email us so we can correct this for you.  There is a 5 day window to return an item from the day it is delivered to your home, so please alert us to any errors as soon as possible so we can correct it for you.

My pet won’t eat this food!

All of the veterinary diets we sell through our store have a 100% satisfaction guarantee. If your pet doesn’t like it, we can get you a full refund. The 5 day return/exchange window does not apply to food returns. Please call and ask about food return policies if you have any questions as the return policy differs between companies.  There must be more than 2/3 of the food left in the bag to be able to offer a refund for food.
Refunds on food will be applied as a credit to your clinic account and will not be reversed onto your credit card or returned in cash.
Any non-veterinary diet options cannot be returned for a refund.

All Veterinary Diet Products are 100% Guaranteed by our partner food companies and can only be returned for the following reasons:

• Palatability - Pet will not eat or does not like the taste of the food.
• Quality - If there is a problem with the quality of the product.
• Safety – If a bag or can has a broken seal which has compromised the integrity of the food.

Can I cancel my auto-ship food order?

You can cancel your auto-ship food order at any time by logging into the site and canceling it.

I can’t find the food you told me to purchase on your site.

If you can not find it in your WISHLIST on the online store under your account, please call us for clarification on the correct diet for your pet.
Some pet foods do change formulas and/or packaging.

This item won’t fit my pet. Too big or too small.

Unfortunately we are not able to return any items purchased on our online store.
Please be sure to review the sizing chart provided prior to purchasing.

Do you offer gift cards?

At this time we do not.

I received a promotion code. How do I apply it?

Upon checkout, you will see a box to enter the promo code you received. It will apply the discount and calculate your final price.

What if there is a recall on a product?

Should there be a recall on any product (food, treat, toy, etc.), we will do our best to contact all clients who have bought that product in the time frame noted by the supplier. Actions will be detailed as to how to return the product and to whom, in the recall notice.

All inquiries not answered here can be directed to Crista @ 204-222-5251 or tvhonlinestore@shaw.ca.